In our
AI Era
AI Era
this was our first introduction to AI in ServiceNow
What is Predictive Intelligence
This is a simple description of a feature
What is a user story
Odin calls this person their mom
Who is Vivian
This is the centralized repository of all IT Assets
What is CMDB
This will be the next version BankUnited moves to
What is Australia
Summarization is an example of this type of AI
what is generative AI
These are known for being 1-2 weeks long
What are sprints
Lola’s human is glad she’s not a show girl at the Copa Cabana
Who is Luciano
This type of Normal change does not need to go the the CAB
What is Expedited change
This is the new, renamed version of ITBM
What is SPM OR Strategic Portfolio Management
Providing a series of instructions for an app to execute how this AI works
What is Agentic AI
MVP
What is Minimal Viable Product
Milo frequently makes an appearance on calls with this ITSM’r
Who is Monica
This type of plan is created at the beginning of the year to cover 12 month period
What is operational plan
The Walk up application is a limited feature version of this application
What is CSM
LLM
What is Large Language model
This is a fictional representation of a target user
What is a Persona
This team member has eggs-cellent companions
Who is Jessica
This portal page lets all BKU see the real time status of their applications
What is Service Status
If purchased and implemented, this new product will support a significant portion of the Bank’s back office banking operations
What is Financial Service Operations or FSO
This app will help us manage and govern our AI
What is AI Control tower
Originally from Toyota’s Just in Time process, this is a visual system for managing work
What is Kanban
Wonder how often this ITSM member sings “and BINGO was his name O!”
Who is grant
Currently only this type of person can downgrade a request to a P6
Who is the assignment group manager
She’s our serviceNow Rep
Who is Andrea Contreras